Digital Customer Care Community Manager

Digital Customer Care Community Manager Location: Remote (U.S. Only) Job Type: Part-Time (W2)

About the Role

B Squared Media is looking for a detail-oriented, customer-focused professional to join our Digital Customer Care team. In this role, you'll represent nationally recognized brands by responding to customer questions, resolving concerns, providing helpful information, and creating positive customer experiences across digital channels. Rather than working in a traditional call center, you'll engage with customers through social media and review platforms -- bringing empathy, professionalism, and strong written communication to every interaction. If you enjoy helping people, solving problems, and delivering exceptional customer experiences in a structured, fast-paced environment, we'd love to hear from you. Because our clients are U.S.-based, applicants must reside in the United States.

What You'll Do

Customer Care

• Respond to customer questions, comments, reviews, and direct messages across multiple digital platforms.
• Deliver thoughtful, personalized responses while maintaining each client's unique brand voice.
• Resolve routine customer inquiries and escalate more complex issues using established workflows.
• Meet response time service levels while maintaining quality and accuracy.
• Help turn customer interactions into positive brand experiences.

Customer Experience Monitoring

• Monitor incoming conversations and identify emerging customer issues or trends.
• Document recurring questions, product feedback, and customer sentiment.
• Flag urgent situations and potential reputation risks to internal teams.

Process & Quality

• Follow client-specific response guidelines, escalation procedures, FAQs, and quality standards.
• Accurately categorize customer interactions within customer care platforms.
• Collaborate with Account Managers regarding customer escalations and ongoing issues.
• Maintain detailed documentation and follow established workflows.

Administrative Responsibilities

• Complete assigned tasks and documentation on schedule.
• Track time accurately.
• Attend team meetings and training sessions.
• Stay current on client updates, product information, and process changes.

What We're Looking For

Required

• 2–4 years of experience in customer service, customer support, customer success, community management, hospitality, retail management, or another customer-facing role.
• Excellent written communication skills.
• Strong grammar, spelling, and attention to detail.
• Demonstrated empathy and professionalism when handling customer concerns.
• Ability to manage multiple high-pressure conversations simultaneously with 30-minute SLA’s
• Comfortable following detailed processes and documentation.
• Strong problem-solving skills.
• Reliable computer and high-speed internet connection.
• Availability to work weekends and holidays.
• Previous remote work experience is a plus.

Preferred Experience Experience with one or more of the following is helpful but not required:

• Social media customer care
• Online reputation management
• Sprout Social
• Emplifi

We provide client-specific training on our workflows and tools. Bonus Skills While not required for this role, these skills may create opportunities for future growth:

• Social media strategy
• Content publishing
• Copywriting
• AI-assisted customer service
• Social listening
• Reporting and analytics
• Basic graphic design or Canva experience

Schedule

• Scheduled shifts between Thursday 9:00 AM EST and Sunday 12:00 AM EST.
• Additional weekday shifts may be available.
• Opportunities to pick up extra hours as business needs grow.

Compensation $17–20 per hour, depending on experience. Why You'll Love This Role

• Fully remote
• Flexible part-time scheduling
• Work with nationally recognized brands
• Collaborative and supportive team environment
• Opportunity to build expertise in digital customer care, social customer service, and online reputation management

Pay: $17.00 - $20.00 per hour Experience:

• Community Management: 2 years (Preferred)

Work Location: Remote